Returns and refunds

Last updated: 12 November 2026

Your 14-day right to cancel

If you are a consumer, you have the right to cancel (withdraw from) your contract within 14 days without giving any reason. This right comes from the UK Consumer Contracts Regulations 2013 and, for customers in the EU, the Consumer Rights Directive (in Germany §§ 355 and 356 BGB, in Denmark the Forbrugeraftaleloven). We give the same 14 days to all customers, wherever they live.

The cancellation period ends 14 days after the day you, or someone you name other than the carrier, take physical possession of the goods. If your order arrives in several parcels, it ends 14 days after you receive the last one.

To cancel, you must tell us clearly that you have decided to cancel before the period ends. You can do this in any of these ways:

• using our online withdrawal form, available from the link “Withdraw from contract here” at the foot of every page;
• by email to support@norvulani.com;
• by post to WADEE CLOTHING LIMITED, 104 Heol Emrys, Penlan, Swansea, SA5 7BH, United Kingdom. This address is for letters only. Please do not send parcels to it.

You can use the model withdrawal form below, but you do not have to. It is enough to send your message before the 14 days are up.

Effects of cancellation

If you cancel, we will refund all payments we received from you, including the standard delivery charge, without undue delay and no later than 14 days after we are informed of your decision. We do not refund any extra cost if you chose a delivery method more expensive than our standard delivery. If you return only part of an order, the delivery charge is not refunded.

We may hold back the refund until we have received the goods back, or you have given us proof of sending them, whichever is earlier. We refund using the same payment method you used, unless you expressly agree otherwise. You will not be charged any fee for the refund.

Please send the goods back without undue delay and no later than 14 days after you tell us that you are cancelling. You will have to pay the direct cost of returning the goods.

You are only liable for any reduction in the value of the goods caused by handling them more than is necessary to establish their nature, characteristics and functioning. Trying a garment on as you would in a shop is fine. If items come back worn, washed, damaged or smelling of perfume or smoke, we may reduce the refund to reflect the loss in value.

Import VAT, duties and carrier fees paid on delivery outside the UK are paid to the carrier or customs authority, not to us, so we cannot refund them. Your carrier may be able to tell you whether they can be reclaimed.

Our 30-day returns

As well as your 14-day right to cancel, you can return any item for a refund within 30 days of delivery as long as it is unworn, unwashed and has its tags attached. Please tell us first using the online form or by email. We refund the price of the item within 14 days of receiving it. Return postage is paid by you, and the original delivery charge is refunded only when the return is made within the 14-day period under the rules above. This promise is in addition to your legal rights and does not reduce them.

How to return an item

1. Tell us you want to return something, using the online form or by email, with your order number.
2. We will email you the return address and instructions, usually within one working day.
3. Pack the items securely, include your order number, and send them with a tracked service. Keep your proof of postage.
4. When the parcel reaches us, or you send us proof of postage, we will process your refund and email you to confirm.

Customers outside the UK: please mark the parcel as “returned goods” on any customs form. This helps avoid charges when it arrives back.

Exchanges

We do not exchange items directly. If you need a different size or colour, return the item for a refund and place a new order. That way you can choose the new item straight away while stock is available.

Faulty or incorrect items

If an item is faulty or not what you ordered, email support@norvulani.com with your order number and a photo. We will pay for the return or arrange collection, and we will refund your reasonable return postage.

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery, you can reject them for a full refund;
• within 6 months of delivery, if you have not rejected them, you can ask for a repair or replacement. If that is not possible or does not work, you are entitled to a price reduction or a refund;
• after 6 months, you can still ask for a repair or replacement, a price reduction or a refund, but you may need to show the fault was there at delivery. Claims can be made up to 6 years after delivery (5 years in Scotland).

If you live in the EU, you have a legal guarantee of conformity of at least two years from delivery under your country’s law. In Denmark this is your 2-year right to complain (reklamationsret), and in Germany your statutory warranty rights (Mängelhaftung). Customers in Switzerland, Norway and the United States have the rights given by their own law. Nothing in this policy affects your legal rights.

Wear and tear, pilling on knitwear, and damage from not following the care label are not faults. A garment feeling warmer or cooler than its suggested temperature range is not a fault in itself, because the ranges are a styling guide, not a warmth test. You can still return it under the 14-day or 30-day rules above.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also use the online withdrawal form.

To: WADEE CLOTHING LIMITED (trading as NORVULANI), 104 Heol Emrys, Penlan, Swansea, SA5 7BH, United Kingdom, email: support@norvulani.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.